Repairs & maintenance
If your repair is an emergency such as total loss of power, water supply or gas leak please call us on freephone 0800 561 0007.
To report non-emergency repairs, or reschedule or cancel an existing repair, please use the buttons below to complete the appropriate form:
Our customer contact centre is available from 8am – 8pm, Monday to Friday and 9:30am – 1:00pm on Saturdays.
Our colleagues are available to log a repair via our online chat service when you see the live chat button below.
You can also call us on freephone 0800 561 0007.
Repair appointment times
We know how important it is to you that we provide a flexible and responsive repairs service. To meet your needs, we offer our appointments in a variety of slots:
Monday to Friday
| Morning (AM) | Afternoon (PM) | School run | All day |
| 8am – 12pm | 12pm – 5pm | 9:30am – 2:30pm | 8am – 5pm |
Saturday
| Gas appointments only |
| 9:30am – 1:00pm |
When you call to report your repair, we’ll let you know what the response times are for the type of repair you’re reporting. We’ll also offer you an appointment for your repair and advise you how long it’s likely to take and what it will involve.
All repairs on our properties are undertaken by Livv Maintenance Ltd.
Response times
We agree to perform any major repairs and maintenance to your home. These repairs fall into three groups; emergency, urgent and routine.
Emergency
This is classed as threatening your safety or harming you or your property. This could be things such as a total loss of electrical power or water supply, or a gas leak.
We will respond to emergency repairs within 24 hours.
Urgent
This is classed as faults which are not threatening your safety, but may cause harm to your property if not dealt with urgently. This could be things like a minor leak to the roof, or loss of heating in warmer months.
We will respond to emergency repairs within 7 days.
Routine
This is classed as faults causing minor inconvenience and unlikely to damage your property at the same time. This could be anything from a dripping tap to a bath which is slow to empty.
We will respond to routine repairs within 28 days.
Which repairs am I responsible for?
Together we are responsible for keeping homes in good condition: take a look at our handy guide so you know which repairs you are responsible for.
Looking after your home
As part of your Tenancy Agreement, you’re responsible for keeping your home in a reasonable condition. If repairs are needed due to damage or neglect, we may need to charge you for the cost of putting things right.
We may apply charges in situations such as:
- vandalism or deliberate damage
- damage to any furnishings we’ve provided
- negligence or misuse, including repeated lock changes
- reinstatement work following unauthorised or poor-quality DIY or property alterations
- overgrown gardens or external areas, including graffiti or rubbish build-up
- repairs following a police search, regardless of the outcome
- rubbish left in the home, garden or outhouse after your tenancy ends.
If you’re unsure whether a repair might be chargeable, please get in touch with our team—we’re here to help.
Need to appeal a charge?
Appeals are handled through our Customer Feedback process. You can find out more or submit an appeal by visiting our Compliments and Complaints page.